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What are we going to do today?• What is a Help Desk• Why use a Help Desk• What Happens to call Logged to the Help Desk• 4 Major Possible Problems• Examples of a Network Problems• How To Create a Screen Dump• Remote Desktop Assistance• Why do password expire
What is a Help Desk?A dedicated internal organizational resource that provides technical or functional application problem-solving advice and follow-up to system users.
www.bridgefieldgroup.com/bridgefieldgroup/glos3.htm
• The Help Desk is a much more efficient way of logging calls compared to using a Phone or email.
• if a problem is logged on the Help Desk, it becomes easy to prioritized them
• It is easy to refer back to the problem if it has been logged in the Help Desk correctly.
Why use the Help Desk
• All the calls logged to the Help Desk are assigned to technicians who in turn will attend to them.
• An email will be sent to a user who has sent a Help Desk request to inform them that a call has been logged on their behalf.
• After the technician has attended to the problem, the call will be “Closed”
What Happens to call Logged to the Help Desk
• A confirmation phone call will be made to the user who has sent a Help Desk request to verify if a problem has been attended to and has been solved.
• If a problem was not solved the call will be re-
opened otherwise, it will be closed.
What Happens to call Logged to the Help Desk - continues…
1. Hardware• “Monitor is not switching on”
2. Printing• “Document failed to print”
3. Software• “Word does not want to open my document”4. Network• “I cannot get into the internet”
4 Major Possible Problems
Example of a “Network Problem”
E-Resources problem“Network Problem” – Continues…
• Please give as much information as possible
• Please write down the search you did, the journal name giving the problem
• Give us a screen dump of the error you see on your monitor.
How to do a Screen Dump
• The reason for a Screen Dump is that it gives an exact graphical description of the problem
• On the keyboard there is a button that is labeled Print Screen/SysRq, hold down the Ctrl button and click the Print Screen. This will copy what ever you are viewing on to clipboard
• On Paint click on the Edit menu and click on Paste.
Remote Desktop Assistance• It is a tool where the I.T department can connect to a
P.C. remotely – Only with a users consent
• This means that sometimes a Technician does not need to go to the users P.C. to solve some problems. For example, A document that cannot open.
• This helps in time saving and provides quicker response to a problem.
Why do password expire The major reason for a password to expire is security
• If one keeps the same password for too long the possibilities of it being know and cracked are high
• Sometimes the I.T department might ask you to give them your password for them to be able to solve a problem Remotely or for some other reasons (Only with your consent)
In closing• I.T department provides a substantial amount of service to the Library.
• It helps in the investigation of new Technologies that can be of use to the Library.
• The I.T. Help Desk provides a link and it is a first place of contact for Library users
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